Customer Service?

[Mr_K]

Hi all, I ordered a new laptop on the 31st and just received word that it will be shipping soon, pretty stoked about receiving it - great concept!

Quick question, is anyone at the helm in customer service? I’ve sent three emails since I ordered it on 12/31 in order to make a couple minor changes to my order and I still haven’t received a reply.

The email I just received an hour ago confirms payment was processed and its shipping soon… without the changes I wanted, order summary remains the same.

Thanks

[Salad]

What email did you use? If you haven’t already, try using the contact form on this page. Framework | Support

[Mr_K]

I replied to the original order email (support@frame.work), I will try now, thanks

[Fraoch]

Explanation here that things are shipping so quickly it’s difficult or impossible to make changes once the order is submitted:

Framework Laptop vs Marketplace Orders and Freight Forwarding

Hello Framework Community, We’ve made it through our first holiday season crunch and we’d like to welcome all of the new Framework Laptop owners into the fold! You are amongst friends and we’re glad you’re here. Yes, there were logistical hurdles that many companies, not only our own, had to jump over to get product out our doors and to yours in the US and Canada. Hopefully you are all enjoying your new shinies and are taking advantage of what your Framework Laptop has to offer. I wanted to ta…

Also offices were closed/personnel were away for the holidays and there’s a backlog.

[Azure]

@Mr_K

I replied to the original order email (support@frame.work), I will try now, thanks

Turns out the “support@frame.work” email address is not actually an email contact for customer support. @Twistgibber replied to a post on the framework subreddit saying so here.

@Salad is correct, currently the only way to get in contact with support is the webform.

[Mr_K]

Once I used the webform I was contacted promptly, I appreciate the quick response from everyone! =)